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Knowledge Template in Salesforce Lightning Knowledge
Salesforce Lightning Knowledge provides a robust framework for creating and managing a knowledge base that supports your customer service and self-service efforts. While most knowledge base tools offer predefined templates to create and manage different types of articles, Salesforce, unfortunately, does not provide such functionality out-of-the-box. This limitation means you’ll need to design your own custom structure for knowledge articles by leveraging Salesforce’s robust customization capabilities.

Why we need Templates - A Customer Story

  • One of the our customer has very wide set of products and services, so does their Support is. To manage this effectively, they have set up different types of knowledge articles in Salesforce Lightning Knowledge, such as Training, FAQs, How-To guides, and Troubleshooting articles, organized using record types. However, their Knowledge Manager has requested that content writers follow a predefined format for these articles which is not supported out of the box.
  • So our customer reached out to us asking for help by providing a knowledge template for each record type that will appear first time while creating article and then they can work on that further.
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How can we achieve - Technical Solution

  • One of the our customer has very wide set of products and services, so does their Support is. To manage this effectively, they have set up different types of knowledge articles in Salesforce Lightning Knowledge, such as Training, FAQs, How-To guides, and Troubleshooting articles, organized using record types. However, their Knowledge Manager has requested that content writers follow a predefined format for these articles which is not supported out of the box.
  • So our customer reached out to us asking for help by providing a knowledge template for each record type that will appear first time while creating article and then they can work on that further.

Conclusion

Salesforce Lightning Knowledge Templates are an essential tool for creating a well-structured, user-friendly knowledge base, to produce error free Articles and increase the productivity. By leveraging their flexibility and customization options, you can enhance your organization’s customer service efficiency and user satisfaction.

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